Software Application Support Engineer, Retail Engineering

This is an extraordinary opportunity for a hardworking support engineer to join a distributed team supporting the Apple Online Store, a multi-channel elite eCommerce platform. The role, technical in nature, requires the individual to gain deep technical knowledge and understanding of the eCommerce platform to provide technical support to our business and core engineering teams.

Description
We are seeking strong people skills with excellent written and verbal communication skills, with the ability to take sophisticated technical topics and distill them in easy to understand non-expert terminology, will round out the core responsibilities of the role. As a member of the support engineering team, you will take an active role in the definition and evolution of standard practices and procedures.

Responsibilities
Partner with engineering teams to prioritize and fix production defects

Work non-standard hours to support your teams with ongoing incident mitigation, which may occur at any time/day of the week

Share on-call rotation with other team members to support apps and services in scope

Take knowledge transition from engineering teams for changes being rolled out in production

Assess the need for production monitoring and alert setup

Triage incidents based on the impact, devise and implement mitigation steps to unblock the business

Conduct RCA, log defects and partner with engineering team for prioritization

Automation, maintain support documentation and debug sophisticated production issues

Minimum qualifications
3+ years of software engineering or application support experience in a large-scale environment

Coding knowledge in Java, Scala or frameworks related to Java

Strong knowledge of PL/SQL

BS degree and equivalent experience or higher in CS or related field

Preferred qualifications
Strong problem-solving and critical thinking skills to solve complex problems

Skills and experience in monitoring, alerting, fault analysis, and automation

Excellent follow through, organizational ability, and flexibility in a dynamic, demanding environment

Strong communication skills and ability to drive triage of critical issues with multiple technical and business teams

Knowledge NoSQL databases, Unix Shell Scripting

Working experience on cloud infra, such as AWS, and experience with Splunk or any other APM tool